I don’t want six, seven, 10, or 12 different systems that I have to log on to. I don’t want to have to remember which way to interface with HR, finance, or anybody else. I want to do it one way, and it should be seamless.

It should be easy. It should be in one place for me. It should be our notion of a service portal, but an internal service portal.

It has to be cross-functional. And we have to reorder the enterprise to reflect that customer journey because, otherwise, the customer drops between the silos, as we know.

And, of course, now we live in the world of ecosystems, right? Because we do have many suppliers that work with us, hopefully as partners in our service value chain, to deliver this great service that we’re talking about.

So now, the internal organisation has to reach outside its boundaries and still act as if the end-to-end operation is one homogeneous organisation that is seamlessly integrated.